Charge 3 won't pair with an existing account

[legallyghost]

Hi!

I have finally fixed my Fitbit but it won't sync. I have tried to remove all Bluetooth devices and download the windows app but it won't sync. My Bluetooth finds displays and others that are far but cannot recognise my charge 3 which is right next to my pc! On the app I have tried adding a new device for the same watch but it has the same situation. I have restarted my whole devices quite a few times now and even cleared my user data on my watch but still nothing.

Thanks 🙂

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @legallyghost, it's great to see you in our Fitbit Community. I totally understand how you feel about your Charge 3 since it won't connect with your phone. By the way, thank you for trying to get this issue resolved before contacting our forums.

In order to avoid any confusion on my end, let me know if you restarted your Charge 3 as described in this help article.

In the meantime, I'd like you to try a factory reset. To do so on your device, follow the steps below:

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.
8. Set up your Charge 3 again from scratch to your existing account and see if the connection is successful.

Looking forward to your response.

[legallyghost]

Hi @JuanJoFitbit 

I tried the factory reset but all it does is come up with the smiley face. There is no progress bar on my screen nor any vibrations - so i don't know really what it is.

Thanks